AREAS OF STRENGTH

• 7 years of experience in a wide variety of computer, server, storage, and networking technology
• Excellent communication, technical writing, and customer service skills
• Ability to learn and understand new technologies quickly and efficiently

PROFESSIONAL EXPERIENCE

Confidential, Washington DC

Systems Engineer

• Performed high level system design and architecture while viewing the entire IT network from a big picture perspective.
• Worked closely with the Server Operations, Network Operations, Network Security, Helpdesk, and Project Management teams on numerous IT infrastructure upgrade projects including:
  • Symantec NetBackup infrastructure modernization to include backup to disk with deduplication
  • VMware 5.0 - 5.5 private cloud deployment
  • Domain controller upgrade from Windows 2003 to 2008 R2 for 20 remote sites
  • HP c7000 blade server infrastructure installation with HP Gen 6-8 blades using HP Virtual Connect Flex Fabric
  • SAN federation using Hitachi Virtual Storage Platform (VSP) with 3PAR and EMC SANs
  • Upgrading from LANDesk to Systems Center Configuration Manager (SCCM)
• Evaluated new technologies for use in production using OPM’s Design, Analysis, Review (DAR) process including:
  • Backup to disk with data deduplication - Symantec, EMC, Sepaton, HP, IBM, Commvault, Exagrid, etc.
  • Email system upgrade - Microsoft Exchange 2010, Microsoft Exchange 2013, Office 365
  • Windows Server 2012 upgrade considerations
  • Secure file transfer (SFTP, MFT, EFT, etc)
• Followed change management procedures to formally request approval for, and to document all changes made in dev, test, and production environments
• Produced detailed documentation, and created SOPs for newly engineered systems
• Worked with operational staff to integrate new systems into production
• Trained operational staff to successfully maintain and utilize new systems
• Provided tier 3 support for operational staff as well as end users as needed
• Worked with the project management team to assist with managing timelines and task delegation
• Tested new systems, software, patches, updates, and policy changes in lab, dev and test environments
• Built a VMware lab from decommissioned equipment for testing software, operating systems, etc.

Confidential, Washington DC

Data Center Operations Technician

• Promoted from helpdesk to Data Center Operations
• Monitored a 24x7 data center for the United States Treasury
• Physically maintained servers, switches, routers, UPSs, tape libraries, racks and other Data Center equipment.
• Managed backup jobs and tape rotations using Symantec Backup Exec and EMC NetWorker
• Published status reports and logs on a scheduled basis
• Created new user accounts in Active Directory and new email accounts in Exchange Management Console
• Responsible for managing memberships to distribution lists in Active Directory
• Managed permissions to shared resources using AD security groups to allow and restrict access
• Installed new servers and repurposed existing servers as needed
• Physically moved and installed hardware in racks
• Supported the helpdesk with escalated tier 3 issues, work overflow, and after hours coverage

Confidential, Washington DC

IT IMS Help Desk Technician

• HelpDesk technician for 3000+ users in the U.S. Treasury DO, CFPB, IRS, SIGTARP, and other Government agencies
• Responsible for assuring users are provided efficient and timely first and second tier support on a 7x24 basis
• Worked in a fast paced, high call volume environment
• Assisted local users in Washington DC as well as remote users around the world
• Performed troubleshooting for many types of software and equipment including workstations, encryption software, VPN access, RSA Tokens, Exchange Email, Active Directory Permissions, and more.
• Resolved most issues immediately, and escalated other trouble tickets to the appropriate technicians
• Followed ITIL Best Practices based processes and procedures
• Documented all work performed with BMC Remedy software
• Required to comply with strict security policies and service level agreements
• Assisted with training new employees

Confidential, Akron OH

IT Specialist

• Acted as the IT system administrator for over 40 small and mid-sized businesses in the Northeast Ohio region
• Was responsible for building and maintaining critical business networks
• Consulted for small and mid-sized businesses, as well as government and non-profit organizations
• Met with businesses owners to develop long-term technology strategies and manage IT budgets
• Experience with many different types of hardware and software primarily in Windows Server environments
• Worked on-site and remotely to resolve technical problems
• Installed and supported products from Dell, HP, Microsoft, Cisco, Symantec, Sonicwall, Trend Micro, and other vendors
• Managed various types of proprietary industry-specific software
• Documented all efforts in the company ticketing system
• Maintained and strengthened client relationships by providing timely support, cost-effective solutions, and honest advice
• Established new accounts and maintained existing business accounts

Confidential, Akron OH

Account Manager

• Prospected for life, health, property and casualty insurance contracts for an independent insurance agency
• Maintained existing client relationships and managed new accounts
• Tracked prospects and managed day to day activities using ACT CRM software
• Oversaw the creation of a new company website used to generate new business
• Managed website marketing campaigns using Google and Yahoo Search marketing
• Assisted the company in troubleshooting computer issues

• Virtualization experience with VMware VSphere 4.x - 5.5 and Microsoft Hyper-V 2012
• Deduplication and backup to disk experience with Symantec Netbackup 6.x-7.x software and appliances
• Managing Symantec, EMC, and Microsoft backup software using tape, disk, and cloud storage
• Windows Server 2000/2003/2008/2012 deployment, maintenance, and troubleshooting
• Windows Active Directory domain configuration and management
• Microsoft Exchange 2007/2010/2013 management, architecture planning, and deployment
• Microsoft Office 365 hybrid deployment planning
• Windows 2000/Me/XP/Vista/7/8 computer installation, migration and troubleshooting
• Mobile device management of Blackberry, Android, Windows Phone, and iPhone
• Networking using Cisco, VMware, HP, Sonicwall, D-Link, etc. - Physical, VLAN, and SDN
• Setting up and using remote support tools such as Remote Desktop, Citrix, and VNC
• Experience installing and using various Linux distributions including SUSE, Ubuntu, RedHat and CentOS
• Extensive workstation and server hardware diagnostics and repair
• Installing and maintaining Trend Micro, Symantec, Sophos, McAffee, and other antivirus/firewall/security software
• Cloning and imaging experience with VMware, MS MDT, and Symantec Ghostcast server